There are eight points of encounter that give you the opportunity to create a sensational customer experience.
The first point of encounter is when people become aware of what you do and hear about your organization. It might be the web site, it might be a referral, or it might be some great marketing materials you sent out.
The second point of […]
This year, let’s focus on creating a world-class customer service culture. We sure hear a lot about organizational culture. It would be great if people were nicer to each other at work because these interactions between coworkers affect customer service.
One of my favorite books on customer service is “Great Customer Service On the Telephone” written by Kristin Anderson. The book […]
Many of my clients are staying connected to staff, customers, or members, by having me present virtual presentations. I provide high-impact and high-content virtual presentations through Engagez, GoToMeeting, GoToWebinar, Google Meet, Hopin, Loom, Meetview, Microsoft Teams, StreamYard, Webex, and Zoom.
Have you heard people talking about developing a strategic plan? It might be a good idea.
The term strategic planning refers […]
People are probably hearing, but may not be listening. There are many types of non-listening behaviors.
Pseudo-listening, where it looks like you are listening, but you are not. It is an imitation of the real thing.
Another is stage-hogging. This is when a person, turns every topic of conversation to themselves, instead of showing interest in the other person.
Some people are […]
It is important to apply critical thinking skills, however, people might start to think you’re kind of critical.
Critical listening is valuable and centers on understanding a message and evaluating it. Then determining whether to accept or reject the message based on a standard of judgment upon which to conduct a careful analysis of the strengths and weaknesses of a […]